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Custom AI agentsWe build and run an agent for one jobPricingAboutBlogReply to a bad Google review in four steps: stay calm, thank and apologize once, state the fix, and move the talk offline. Here are three templates, the mistakes to avoid, and where an AI employee helps.
Reply in public, keep it short, and be polite. Thank the reviewer, say sorry for how they felt, state what you will do, and invite them to talk by phone or email. Do not argue, and do not share private details. If the review breaks Google's rules, flag it as well as replying.
Google says the same in its own tips for review replies: be professional, keep it short and simple, and personalize the reply.
Disclosure: the video below is our own. It is a screen recording of a Dooza Crew AI employee drafting a reply to a bad review, and Dooza sells Crew.
Video: “I gave my AI employee my worst Google review #Shorts” by Dooza (@thedooza), published October 27, 2026 on YouTube. Watch on YouTube. This is our own video.
Keep it to a few sentences. Long replies lose readers.
Swap in real names and facts. Never paste a template unchanged.
Hi [Name], I am sorry your visit went this way. Waiting [detail from the review] is not what we want for anyone. I have spoken with the team about it. Please call me at [number] so I can make it right. [Your first name], [Business]
Hi [Name], we take every review seriously, but we cannot find a visit or order under this name. If we have the wrong details, please call [number] or email [address] so we can look into it. Thank you, [Your first name], [Business]
Stay calm and factual. Do not call the person a liar. If the review is spam, fake or breaks policy, also report it for removal. Google says only reviews that violate its policies are eligible for removal.
Hi [Name], you are right, and I am sorry. We [what went wrong]. That is on us. We have [what you changed]. I would like to [refund, redo or fix] it. Please call [number] and ask for [name]. [Your first name], [Business]
A plain apology with a fix beats a long excuse. Do not offer money in return for a changed review: Google lists incentives to change or remove reviews as prohibited.
Google thinks so. It says replying shows customers you value their feedback, that the reviewer is notified, and that customers can still change their review after reading your reply.
Surveys point the same way, though most come from review-software vendors, so treat them as directional. In GatherUp's survey of 1,200 US consumers, these figures appear on the page:
We also tried to read the BrightLocal Local Consumer Review Survey, but the page would not open for us, so we cite no numbers from it.
Replying well takes time, and bad reviews sting. That is when owners write the worst replies. An AI employee can write the first draft so you start from calm text, not a blank box.
This is the idea behind our video. A Dooza Crew AI employee has its own computer and a real browser. You give it the job in plain words, such as "draft a reply to this review", and you watch each step live in chat. Before it clicks Send or Pay, it asks you to Approve, Edit or Reject.
In the video, the AI employee only drafts. You read the reply, edit it, and post it yourself, so your name stays on every word.
The same AI employee can draft replies to customer email and chat from your own docs, sent once you approve. It also takes your business phone calls, which is included in the Crew plan. Your staff can join the same chat. Crew is free to try, with no card needed.
The draft is a starting point. You know the customer and the facts. You decide what goes public.
Reply in public, keep it short and polite. Thank the reviewer, apologize once where it is true, say what you will do, and ask them to call or email you. Do not argue or share private details.
Only if it breaks Google's content policies, such as spam or profanity. Google says that reviews that violate its policies are eligible for removal and that you should not report a review just because you dislike it. You can flag it from your Business Profile and check the status in the Reviews Management Tool.
Yes, calmly. State that you cannot find the visit, invite them to contact you, and do not accuse them. Also flag the review if it breaks Google policy.
A few sentences. Google advises keeping replies short and simple, because people may stop reading before they reach the main point.
Yes. Google says the reviewer is notified of your reply and can still change their review. If they do, the review date updates to show the latest change.
A Dooza Crew AI employee can draft the reply, and you approve or edit it. In our video it drafts the reply and the owner posts it, so a person checks every word before it goes public.
A lead AI agent plus helper agents that browse the web, write files and ask you before they send or pay. free to try (no card needed).
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